Job Description
Responsibilities
Team Intro
The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations.
The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs.
Responsibilities
- Serve as the primary operational point of contact for assigned vendor sites
- Lead regular business reviews — weekly and monthly — with vendor operations leads, tracking performance against contractual KPIs
- Drive accountability on quality, productivity, and compliance metrics; own escalation and corrective action processes end-to-end
- Monitor day-to-day vendor operations, flagging performance deviations and ensuring timely resolution
- Track and report on key operational metrics including SLA attainment, CSAT, productivity, AHT, and quality scores
- Manage vendor onboarding for new agent batches, including training coordination, tooling access, and readiness checkpoints
- Partner with internal Quality and CSAT teams to share performance insights and co-develop improvement plans with vendors
- Support contract and SOW management; flag risks related to billing accuracy, SLA credits, or scope changes
- Liaise across Vendor Operations, Tooling, and Support leadership to surface vendor feedback and champion process improvements
Qualifications
Minimum Qualification(s):
- Minimum 4 years of experience in Workforce Management within a contact centre or BPO environment, with at least 2 years in a vendor-facing or vendor management capacity
- Proficiency in SQL for data querying and manipulation
- Strong working knowledge of Excel and/or Google Sheets (pivot tables, formulas, data cleaning)
- Solid understanding of business metrics and KPIs
- Excellent communication and stakeholder management skills; able to work across time zones and cultures. Proven ability to manage external vendor relationships with a balance of commercial rigour and collaborative partnership
- Experience running QBRs / MBRs with external vendors and preparing performance decks for leadership
- Strong analytical skills — comfortable building models, identifying trends, and translating data into actionable recommendations
Preferred Qualification(s):
- Experience with business metrics and KPIs in a tech, e-commerce, or platform environment
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
